Remote Commercial Claims Leader, Complex & Litigated

CSAA Insurance Group; Maryland City (MD); Remote; USD 111,000 - 148,000; Full time

Benefits offered by this job

Total compensation package

Annual bonus eligibility

401(k) with company match

Job summary

Mobilitas, created by CSAA Insurance Group, is hiring a Commercial Casualty Supervisor, Complex Claims – Remote. You will oversee complex auto and commercial injury claims across states, provide guidance, and drive efficient operations.

This remote role requires 5+ years in claims, 7+ years in complex claims, and an adjuster license or 90-day permit. Excellent leadership and regulatory knowledge are essential.

Qualifications

• 5+ years of experience in progressively responsible professional and/or supervisory position within a claims environment.
• 7+ years of complex claims experience.
• Demonstrated technical expertise in handling casualty claims of varying complexity relevant to the adjuster roles supervised.
• High School (HS)/GED or 3-year customer service experience in a virtual environment leveraging internet, phone, and chat features.
• Must hold an Adjuster licensed for all applicable states or obtain license(s) within 90 days of filling position as a condition of employment.
• Bachelor’s degree (BA/BS) in a related field.
• Two or more years of litigation experience, preferably involving Special Investigations Unit (SIU) claims.
• Professional designation or certification such as Associate in Claims (AIC), Chartered Property Casualty Underwriter (CPCU), or ICAR.

Responsibilities

• Oversees investigation, evaluation, negotiation, and resolution of claims, ensuring effective workflow management and adherence to departmental standards.
• Provides technical guidance to adjusters, reviewing claims for coverage, liability, settlement authority, and appropriate resolution of complex issues.
• Directs daily business unit operations, including workflow distribution, phone queue management, staffing, and coverage across multiple shifts, including operations of up to seven days per week.
• Establishes and monitors employee performance goals, departmental objectives, and service standards to support business strategies and operational effectiveness.
• Monitor claims quality and customer service performance through file reviews, Quality Assurance Reports (QARs), surveys, and feedback to identify opportunities for improvement.
• Ensures compliance with organizational policies, operating procedures, safety standards, and Department of Insurance (DOI) regulations, communicating and implementing changes as needed.
• Participates in specialty Committee Review Processes and facilitates meetings to support claims decisions and efficient departmental operations.
• Recommends improvements to operational plans, processes, and resource utilization to enhance efficiency, service quality, and business results.
• Supports staffing and financial management through recruitment, interviewing, hiring decisions, budget planning, and oversight of internal and external resources.
• Collaborates with cross-functional teams on business initiatives and serves as a claims liaison for commercial customers and brokers, building and maintaining strong business relationships.
• Identifies employee training needs and coordinates development opportunities to strengthen job-related skills, performance, and customer service.
• Promotes employee growth and development through coaching, mentoring, ongoing feedback, and recognition of individual and team achievements.
• Manages employee performance through formal evaluations, performance appraisals, and recommendations regarding compensation, promotions, and terminations.
• Communicates and enforces organizational policies and procedures, administering counseling, disciplinary measures, and corrective actions in partnership with management and Human Resources.
• Oversees claim investigations and resolution, making coverage determinations on matters ranging from simple to complex.
• Ensures compliance with Commercial Auto claims procedures, company policies, and Department of Insurance (DOI) regulations across multiple states.
• Oversees the timely investigation and resolution of DOI, company, and customer complaints.
• Oversees the performance of internal and external counsel, ensuring effective management of defense costs, legal billing, and fee arrangements.
• Manages client communications and collaboration on litigation matters involving the client, ensuring alignment on resolution strategies.
• Monitors and reports on the status of extra-contractual cases to internal and external Executive Committees.
• Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues.
• Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities).
• Champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.).
• Translates our enterprise strategy and priorities for their team members to connect to the bigger picture.
• Demonstrates a company ownership mindset, thinking beyond boundaries of their own area.
• Travels as needed for role, including enterprise meetings, divisional / team meetings, and other in-person meetings.
• Fulfills business needs, which may include investing extra time, helping other teams, etc.

Education

Bachelor’s degree in a related field

Job description

Mobilitas, created by CSAA Insurance Group, is hiring a Commercial Casualty Supervisor, Complex Claims – Remote. You will oversee complex auto and commercial injury claims across states, provide guidance, and drive efficient operations.

This remote role requires 5+ years in claims, 7+ years in complex claims, and an adjuster license or 90-day permit. Excellent leadership and regulatory knowledge are essential.